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Making a Complaint

Should you wish to make a complaint we ask that you follow the process outlined below. This will aid us in resolving your complaint in the most efficient manner possible.

Firstly, gather all supporting documents that relate to your complaint, think about the questions you want to be answered, and how you would like this matter resolved.

Next, contact our Support team directly. Remember, if the problem is current, a call at the earliest possible time will give us the opportunity to resolve your complaint immediately. We will investigate the complaint, answer your questions, and do all we can to rectify the issue for you.

If you do not feel your complaint has been resolved satisfactorily, you may then refer the matter to our Compliance Department. They will review your complaint and contact you directly.

You may contact our IC Markets AU Compliance team directly by sending an email to: compliance@icmarkets.com.au or  by writing to:

International Capital Markets Pty Ltd
Level 4/50 Carrington Street
Sydney NSW 2000

Dispute Resolution

In the event a complaint cannot be resolved by the Support department, it must be escalated to our Compliance team who will assist you further. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.

If you’re not satisfied with the Company’s final response,  you have the right to refer the matter  to the Australian Financial Complaints Authority (AFCA) . IC Markets AU is a member of AFCA  and our membership number is 13527. The service provided to you by AFCA is free.

The contact details for AFCA are:

Australian Financial Complaints Authority
GPO Box 3
Melbourne Vic 3000.
Phone: 1800 931 678